ding
Member of DD Central
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Post by ding on Aug 3, 2018 11:13:52 GMT
In June I emailed RS that I had an early repayment (1yr) and didn't receive an email to inform me. Even though this option is ticked in contact preferences. 12 days later I got a reply:
"Thanks for your email and sorry for the late reply. We apologise that you didn't receive a notification for your loan being repaid early. We have raised this with our tech team to insure this doesn't happen again and hopefully by now the issue should be resolved. If you are still having issues please do get in touch. "
Today I've emailed RS: "Hi, This has happened again! By chance I logged into my account and found out capital payment of £10k has occurred 9 days ago! And the withdraw will take an extra 2days as today it’s Friday. The fair thing to do would be to pay me 11 days interest.
Very disappointed! Please raise a complaint."
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Post by GentlemansFamilyFinances on Aug 9, 2018 8:53:34 GMT
I sometimes get the early repayment emails, sometimes I don't and sometimes I don't know if I should have got them. Do you keep a track of all loans made? I just look at the total amount lent out and the average rate and don't drill any deeper than that into RS.
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Post by Ace on Aug 9, 2018 13:14:48 GMT
I got an email for an early repayment, but not one for a matched bid. Emails from RS seem a bit random!
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Stonk
Stonking
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Post by Stonk on Aug 12, 2018 20:22:24 GMT
I've had 5 matches and 3 early repayments during the last week, and received no emails for any of them. I used to get emails for those events. This would be annoying for someone who doesn't watch closely, especially if it led to cash sitting unexpectedly idle.
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Post by Ace on Aug 12, 2018 20:29:14 GMT
I've had 5 matches and 3 early repayments during the last week, and received no emails for any of them. I used to get emails for those events. This would be annoying for someone who doesn't watch closely, especially if it led to cash sitting unexpectedly idle.
Have you checked your notification settings? When I checked mine, the one for notifying me of matches was turned off, even though I hadn't knowingly changed them.
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star dust
Member of DD Central
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Post by star dust on Aug 12, 2018 20:29:32 GMT
I've had 5 matches and 3 early repayments during the last week, and received no emails for any of them. I used to get emails for those events. This would be annoying for someone who doesn't watch closely, especially if it led to cash sitting unexpectedly idle.
Same here re the emails. Luckily I read this forum and ashtondav 's head's up made me log-in only to find I'd had a large repayment sitting there for several days, but got it back out @ 5.9 & 6.0% on the 5 year at least. I'll start logging in more often. In Edit: Have you checked your notification settings? When I checked mine, the one for notifying me of matches was turned off, even though I hadn't knowingly changed them. Yes my match ones were turned off too, but the repayment ones weren't and I didn't get any.
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Stonk
Stonking
Posts: 735
Likes: 658
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Post by Stonk on Aug 12, 2018 20:36:39 GMT
I've had 5 matches and 3 early repayments during the last week, and received no emails for any of them. I used to get emails for those events. This would be annoying for someone who doesn't watch closely, especially if it led to cash sitting unexpectedly idle.
Have you checked your notification settings? When I checked mine, the one for notifying me of matches was turned off, even though I hadn't knowingly changed them.
Aha - exactly the same here! "Your orders fully matched" has been turned off. I *DEFINITELY* did not turn that off. I don't think I've visited that screen since just after I opened my RateSetter account.
All the early repayment notifications are still on though, and I didn't receive mails for those either.
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Post by ogglet on Aug 12, 2018 20:52:44 GMT
Have you checked your notification settings? When I checked mine, the one for notifying me of matches was turned off, even though I hadn't knowingly changed them.
Aha - exactly the same here! "Your orders fully matched" has been turned off. I *DEFINITELY* did not turn that off. I don't think I've visited that screen since just after I opened my RateSetter account.
All the early repayment notifications are still on though, and I didn't receive mails for those either.
Thanks for that...My settings had similarly been reset.
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Post by nutfield on Aug 13, 2018 8:00:08 GMT
This is something we all need to check. I am not being being paranoid - it is probably cock-up rather than conspiracy. It has only just happened as I was getting notifications last week.
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r00lish67
Member of DD Central
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Post by r00lish67 on Aug 13, 2018 8:41:57 GMT
This is something we all need to check. I am not being being paranoid - it is probably cock-up rather than conspiracy. It has only just happened as I was getting notifications last week. Yep, mine was turned off too, suspect they must have made an accidental update for most/all users.
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ding
Member of DD Central
Posts: 238
Likes: 132
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Post by ding on Aug 13, 2018 11:02:34 GMT
In June I emailed RS that I had an early repayment (1yr) and didn't receive an email to inform me. Even though this option is ticked in contact preferences. 12 days later I got a reply:
"Thanks for your email and sorry for the late reply. We apologise that you didn't receive a notification for your loan being repaid early. We have raised this with our tech team to insure this doesn't happen again and hopefully by now the issue should be resolved. If you are still having issues please do get in touch. "
Today I've emailed RS: "Hi, This has happened again! By chance I logged into my account and found out capital payment of £10k has occurred 9 days ago! And the withdraw will take an extra 2days as today it’s Friday. The fair thing to do would be to pay me 11 days interest.
Very disappointed! Please raise a complaint."
Email from CS: "I do apologise for the inconvenience caused by not getting a notification of a loan being paid back early. If you like I can raise a complaint for you regarding this matter? However, I can assure that our tech team our working on solving this problem, as we do know this is an ongoing issue."
Which I replied yes.
Email from Complaints: "Thank you for raising your concerns with RateSetter. We are sorry you had cause to complain. My understanding of your complaint is that you are unhappy because you have not received your email notifications for loans that are paid back early. I have contacted our technical team to advise them for what has happened and they have confirmed that this is a recent system incident which has taken place. They are unable to confirm at this present time when this issue will be resolved, however they are looking to resolve this as soon as possible. Let me take this opportunity to apologise for any distress or inconvenience caused and to re-assure you that we take all complaints very seriously. We are always striving to improve our products and services and customer feedback is invaluable in helping us to do so. I can confirm that this letter constitutes our Final Response to your complaint. If you are still not happy, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances."
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rscal
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Post by rscal on Aug 13, 2018 11:33:43 GMT
I've had 5 matches and 3 early repayments during the last week, and received no emails for any of them. I used to get emails for those events. This would be annoying for someone who doesn't watch closely, especially if it led to cash sitting unexpectedly idle.
Have you checked your notification settings? When I checked mine, the one for notifying me of matches was turned off, even though I hadn't knowingly changed them. I thought I heard/read/imagined? that, as part of the change RS are making, they don't intend to send matched-rolling notifications any longer since these can be taken for granted (Anyone?)
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Post by nutfield on Aug 13, 2018 12:36:01 GMT
Have you checked your notification settings? When I checked mine, the one for notifying me of matches was turned off, even though I hadn't knowingly changed them. I thought I heard/read/imagined? that, as part of the change RS are making, they don't intend to send matched-rolling notifications any longer since these can be taken for granted (Anyone?) Mine and Mrs Nutfields were in the 5-year loans
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Post by RateSetter on Aug 13, 2018 12:36:35 GMT
Good afternoon everyone. Just to clarify, we have switched-off matched order notifications as of 8 August and this was included in investors' July statements at the start of this month (text from the July statements is below for reference). The change to matched order notifications does not affect any other email notifications such as early repayment notifications (the issue ding has experienced with early repayment notifications is not widespread and we are working on fixing it as soon as we can). It's easy to reactivate the matched order notifications should you wish to, and it only takes a few seconds: log in, click "Account Preferences" in the menu at the top of the screen, then select "Contact Preferences" from the list on the left below the matched rates box. You can then open up "Lender Notifications" in the centre of the screen and make any changes you require. Thanks "Fully matched order emails
Following our upgrade of the Rolling market, you may have noticed an increase in the number of Fully Matched Order email alerts received for investments in the Rolling market.
In response to customer feedback, we have decided to switch-off the alerts for all investments by default from 8th August and instead, we will include information on your average projected returns in your monthly statement, starting with the August statement next month.
If you wish to continue receiving Matched Order alerts, you can update the contact preferences by logging into your account. You can also view information about your average projected returns at any time by logging in, scrolling down and expanding the section titled “Your Portfolio” in the horizontal purple bars in the centre of the screen."
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lara
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Post by lara on Aug 13, 2018 12:53:10 GMT
In response to customer feedback,...
Are those the same customers who resulted in us being unable to set our own rates?
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